Call Center Trainer

The Call Center Trainer will provide on-boarding training for the newest members of our sales and customer service teams. Through education, observation, coaching and motivation, the Trainer will ensure achievement of individual, team, and sales department objectives. The ideal candidate will possess a fun-natured, enthusiastic, and motivational personality, capable of thriving in a fast-paced and dynamic sales environment. This position requires extensive call center/contact training, curriculum development, and adult learning experience. The Trainer will report directly to the Training Manager.

You’ll Receive

  • Competitive salary
  • Paid Training
  • Health Insurance (Medical, Dental, & Vision)
  • Fun Work Environment
  • Full-time Employment
  • Abundant Advancement Opportunities

Knowledge, Skills and Abilities You’ll Need to Succeed

  • Facilitate classroom training on products, sales and customers service techniques, enhancements, etc. for all new and tenured associates as needed.
  • Develop and maintain training tools, including worksheets, templates, databases and reports
  • Facilitate role play sessions
  • Manage testing and performance for all new hires while in training
  • Monitor trainees' knowledge before and after training to help determine follow-up training required
  • Utilize established curriculum and assist in developing new educational materials
  • Expert in classroom management and controlling class agent behaviors to improve the learning environment.
  • Be the subject matter expert and handle calls related to your training alongside your trainees as required.
  • Maintain perspective on system functionality, call flow, content, quality assurance, challenges and opportunities. Collaborate with stakeholders to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies.
  • Conducts call monitoring observations on a regular basis for all new hire and tenured team members.
  • Provides individual coaching and motivation to trainees on progress and performance. Ensures seamless transition to the Call Center production floor.
  • Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions.
  • Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation.
  • Coaches and reinforces front-line employees and leadership in applying skills learned in training.
  • Ensure training effectiveness by leveraging adult learning and instructional design methodologies.
  • Perform other related duties as assigned.

Other Things We Look For

  • Embrace a customer-focused and results-driven environment
  • Excellent presentation skills
  • Be able to adapt training materials to changes in sales and customer environments
  • Possess strong organizational, time management, and interpersonal skills
  • Have excellent problem solving, decision making, and research/analytical skills
  • Display exceptional professionalism in appearance and behavior
  • Understanding of various training methodologies and techniques, with an emphasis in sales
  • Professional, positive and energetic demeanor
  • Proven ability to give feedback and coaching on performance
  • Strong oral and written communication skills
  • Strong Internet and computer literacy skills in Microsoft Word, Excel, Outlook, Access

Must Haves

  • 1+ years of classroom training facilitation experience in call center required
  • High School Diploma/GED (BA/BS Degree preferred)
  • 1 Year Sales Experience (within a call center environment preferred)
  • Must be able to pass a background check and drug screen
  • Flexible to work a varied shift. (Days, evenings, & weekends.)

Job Requirements:
  • Deliver training as an instructor
  • Attend instructor development courses and continuing education seminars
  • Enter instructor information and training material orders into system
  • Develop crew training curriculum, instructor guides, student guides
  • Assist the lead instructor in delivering the course and complete all tasks assigned by the lead instructor
  • Establish a high degree of student/instructor rapport
  • Delivering training for training related questions
  • Ensure training results for courses
  • Ensure all instruction and training operations
  • Determine training needs and schedule training sessions
  • Develop training plans as required to support training needs
  • Completed instructor applications and resumes to determine eligibility
  • Serve as an instructor in the delivery of customer training courses, overseeing the training activities of course participants in classroom, laboratory, virtual and field environments
  • Serve as an instructor in the delivery of Postal training courses, overseeing the training activities of course participants in classroom, laboratory, virtual and field environments
  • Participating in the creation of realistic training scenarios for inclusion in the instructor and student lesson
  • Maintain ongoing positive communication through instructor meetings every quarter
  • Develop class and instructor schedules
  • Develop class and instructor schedules; monitors class records; audits and enter student completion data
  • Providing instruction on established courses, and identifying possible course material revisions based on instructor and/or participant feedback or suggestions
  • Participate in classroom or outdoor practical exercises during all hours of instruction unless assigned course-related preparatory work by the lead instructor
Full time
Canton, OH 44702, US